Complaints
This profile includes complaints for Duluth Trading Company's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 145 total complaints in the last 3 years.
- 100 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.
Initial Complaint
Date:12/09/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Date of online purchase: Monday, December 2nd 2024. Seven items were purchased. When my order was placed, the message stated my items were estimated to be delivered December 6th or 7th. Shortly after, I received an email stating I would be notified when my order ships. It is now December 9th and I have not received confirmation of my order being shipped. The online customer service chat was not useful. Multiple times I requested to chat with a real person, which never happened. I have called customer service twice and been disconnected both times. I am currently on hold with them for the third time, hoping to finally be connected this time. I have been on hold for over thirty minutes. I need my order delivered as promised.
Business Response
Date: 12/14/2024
We sincerely apologize for the issues our customer has experienced. We can see they have connected with a representative who has cared for their needs.
Thank you.Initial Complaint
Date:12/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I placed an order and have not received it and have spent over 3 hours trying to get a person to no availBusiness Response
Date: 12/14/2024
We sincerely apologize for the issues our customer has experienced. We can see their order has indeed delivered.
Thank you.Customer Answer
Date: 12/14/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** **********Initial Complaint
Date:12/09/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I am a long time customer of **********************. I have worn their women's Flexpedition boot cut pants for over 8 years. I work as a personal trainer and these pants are perfect for my active job. On September 27th, I ordered a pair of these pants online when they were on sale. I ordered my usual size 8/inseam 35". I paid by credit card. The pants arrived, but were too tight around the middle and were too short in the rise...odd since I'm about 6lbs lighter than when I bought my last pair. I went ahead and exchanged these pants for a size 10/inseam 35". When they arrived and were just as ill-fitting as the previous pair, I emailed customer service. I pointed out the inconsistent sizing and disputed having to pay the return shipping cost of $7.99. A representative responded, apologized and assured me the shipping charge would be voided and I would receive my full refund. The returned pants were received by the company and signed for on November 14th. Duluth's policy states to allow ***** days for the refund to be processed. It is now December 6th and my credit card still shows no refund. I emailed the company one more time on Tuesday of this week in the hopes they would act on this, but I received no response as of Friday night. I've been patient, but now my patience has run out. I would like the full refund back on my credit card as soon as possible and would also like an explanation from the company for their extremely poor customer service. I have been a loyal customer and have recommended their pants to my friends and clients too many times to mention. Unfortunately, I will not longer be spending my hard-earned money on their merchandise, nor will I recommend their company to others.Thank-you.Customer Answer
Date: 12/10/2024
My name is ***** ****** and I recently filed a complaint against Duluth Trading Company. I am seeking a total refund from a purchase I made online in late September. In one of the emails I included with the complaint, I incorrectly stated that I was owed a full refund of $53.70. This is incorrect. The total amount charged to my credit card was actually $57.59. I am sorry for the mistake.Business Response
Date: 12/14/2024
Thank you, we will follow up directly with our customer.Customer Answer
Date: 12/18/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.I apologize for contacting you yet again regarding the complaint I filed against Duluth Trading Company. I received the email from the BBB on December 9th with the message from the company saying they would be reaching out to me. It is now December 18th and I have not heard a word from them. This is getting ridiculous! All they need to do is put the $7.99 credit for the shipping charge back on my credit card. Just wondering if matters like this usually take this long to settle.
Regards,
***** ******Business Response
Date: 12/19/2024
We are sorry our customer has not seen our response. Records indicate her $7.99 was refunded to her on 12/14/24
Thank you.
Customer Answer
Date: 12/23/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.As I explained in my complaint, after returning a second pair of pants to DTC due to inconsistent sizing and voicing my displeasure in an email, I received word from a customer service *********** on Nov. 8 stating that the shipping cost on my return order would be refunded "as a courtesy". The original charge on my credit card was $57.59 (Oct. 2). I filed my complaint with the BBB on Dec. 6. The first response received by the BBB from the company said they would be reaching out to me. When this didn't happen and my refund had still not been issued, I contacted the BBB once again. This time the response from *** was they were sorry I did not receive their response and that their records showed my refund had been issued on Dec. 14. It is now Dec. 23. I have received no email, phone call or correspondence of any kind and my full refund of $57.59 has not been applied to my credit card. DTC still owes me a credit of $8.57 ($57.59 - $49.02 = $8.57). If processing a refund such as this usually takes longer than 10 days to complete, the company is still at fault for not informing me of this.
[Please type your response here.]
Regards,
***** ******Business Response
Date: 12/27/2024
*****,
I apologize for the length of time it has taken to resolve your refund request. A member of our team connected with you earlier today, 12/27, to confirm that your refund of $8.57 has been processed and confirmed, and your refund from 12/09, has been processed and confirmed.
Please let us know if there is anything else we can do to assist you, and again, I apologize for the delay in processing your refund.
Thank you
Customer Answer
Date: 12/29/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
Regards,
***** ******Initial Complaint
Date:12/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I have not received my item. I tracked it and for a week stated "on its way." I called and emailed and never got to speak to anyone. I looked today and it reported my item can no longer be tracked. I either want my item before December 13th or a complete refund.Business Response
Date: 12/14/2024
We sincerely apologize for the issues our customer has experienced. We can see they have connected with a representative who has cared for their needs.
Thank you.Initial Complaint
Date:12/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I spoke with a **************** representative on the 28th of November immediately after the order was placed but was told nothing could be done until after the order shipped. It has been over a week now, and I have received notification the order was delivered several days ago. During the ordering process I changed the delivery address to the correct one of *************************************** but during the "Order Review", I observed one of the item sizes was wrong. I changed the size, added it to the cart and then proceeded to continue with the checkout. I then submitted and after receiving the confirmation email, immediately observed the delivery address had changed back to the original address (which was the wrong address and I had already changed once). Due to this glitch with the ordering platform my order was sent to an address in Ft. *****, ** when I reside in *****, ***I attempted to communicate via "Live Chat" on the Duluth Trading website AGAIN (I have tried two separate times) but received a message saying it was unavailable which kept repeating over and over until I closed out the window.I have attempted to reach ANYONE from Duluth Trading via phone at least 10 different times, all of which I was on hold (several times for anywhere between ***** minutes) before I finally hung up without ever speaking to a representative. I even had my wife call at the same time as me and we were both on hold for over 35 minutes before we gave up.I have been shopping at Duluth Trading for many years and have spent well over $1,000 and NEVER have I had such a horrible customer service experience. I am now without my order and out over $100 for this specific order. This type of service I would expect from TEMU or *** EXPRESS or some other hack company, not Duluth Trading Co.I am very disappointed in Duluth at this point and am considering not shopping again due to the fear that if something like this were to happen again, I would lose money AGAIN.Business Response
Date: 12/14/2024
We sincerely apologize for the issues our customer has experienced. We can see they have connected with a representative who has cared for their needs.
Thank you.Initial Complaint
Date:12/06/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
The Company has my order placed on Dec 1 web order ******** and has not processed it.I'm going to lose out on the 50% offer on the products.Business Response
Date: 12/14/2024
We are sorry for the delay in providing information and can see that our customer's order has indeed been delivered.
Thank you.
Initial Complaint
Date:12/05/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Ordered on the website on 11/30 and as of 12/5 afternoon still does not show ip as processing, let alone shipped. After over an hour wait on their customer service number, they disconnected. Live chat did not provide *** insight after 30 minutes. Will have to do it all again tomorrow to find out ejat is going on with my order.Business Response
Date: 12/14/2024
We are extremely sorry for the issues this holiday season has brought to our customer. We can see their order has indeed been delivered.
Thank you.
Initial Complaint
Date:12/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I attempted to cancel an order with Duluth Trading within a few hours after placing it and was told I was unable to do so even though the order hadn't been processed or shipped yet. Now, because of Duluth's strange, unstated (prior to purchase) policy, I'm not only responsible for the shipping that I already paid for, but I will be responsible for the return shipping costs as well. In my opinion this isn't just strange, it's unacceptable in a modern era and no reasonable explanation exists for their policy or why that aren't able to cancelled unprocessed orders; makes no sense at all....Business Response
Date: 12/14/2024
We sincerely apologize for the issues our customer has experienced. We can see they were able to connect with a representative who cared for their needs.
Thank you.
Customer Answer
Date: 12/15/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.No refund was ever received and only a partial refund was ever offered. This company is run by cheese-eating vermin.
Regards,
****** ********Business Response
Date: 12/16/2024
We cannot apologize enough for the issues our customer has experienced. We have initiated a full refund at this time.
Thank you.
Customer Answer
Date: 12/16/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
No refund was issued; they're lying and guilty of consumer theft. The BBB is now dismissed as other agencies have been contacted.
Regards,
****** ********Business Response
Date: 12/17/2024
I apologize for this inconvenience, and have refunded your return fee in the amount of $7.99. Thank you.Customer Answer
Date: 12/17/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
NO REFUND(s) have been received as of 12.17.24; a police report has been filed for consumer theft and a formal complaint has been filed with the ***. I'd like to thank the BBB in their attempt to resolve this matter, but unfortunately, law enforcement is now involved therefore you are dismissed.
Regards,
****** ********Initial Complaint
Date:12/04/2024
Type:Status:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered items online that state they were delivered on 12/3/2024. They were not delivered and picture taken is not of my house. Address on home is clearly not my address. It has 109 and I live at *************************************. That doesnt look like a home in my subdivision. I tried calling several times and waited on hold each time for over 45 minutes. I sent an email and havent gotten a response.Business Response
Date: 12/14/2024
We are sincerely sorry for the issues our customer has experienced. We can see they did connect with a representative who has cared for their needs.
Thank you.
Initial Complaint
Date:12/03/2024
Type:Status:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I ordered two shirts from Duluth on November 27th. A package from Duluth was delivered on or around the 30th; a corresponding email indicated it was the two shirts. However, when I opened the package there were two random pairs of pants instead of the shirts I ordered.Duluth's FAQ indicates to call customer service to resolve a wrong-item issue. I called on December 2nd and 3rd. Duluth has not put a live person on the phone to help me. No one has come to the online chat. And no one has answered my email. It's all automated message that say someone will get to me, but no one has. I want the items I ordered, and for which my credit card was charged, sent to me right away.Business Response
Date: 12/14/2024
We are sincerely sorry for the issues this holiday season has brought to our customers. We can see that they did connect with a representative who has cared for their needs.
Thank you.
Customer Answer
Date: 12/14/2024
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and have determined that this does not resolve my complaint. For your reference, details of the offer I reviewed appear below.
Duluth sent a shipping label so I could take my time and gasoline and send back the incorrect items. I have done so.Duluth sent a tracking number to a package that it claims contains one of the two items I was charged for. There is no way to see what's in the package before receiving it, and thus no way to know if this partial order is correct.
Duluth has not sent the second of the two items, at all.
Regards,
****** **********Business Response
Date: 12/16/2024
We are sincerely sorry for the issues. A replacement order has indeed shipped and I have attached the details.
Thank you!
Customer Answer
Date: 12/19/2024
[A default letter is provided here which indicates your acceptance of the business's response. If you wish, you may update it before sending it.]
Better Business Bureau:
I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I received the last part of my order today.I do not feel that I should have had to go to the BBB to get a response from the company. I hope they be available and responsive to customers in the future.
Regards,
****** **********
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